**Hours of Work :** **Days Of Week :** **Work Shift :** **Job Description :** The Director of Customer Service leads all aspects of the patient communication for the Hospital & Physician accounts receivable, including customer service, MyChart support, inbound correspondence, scanning, payment processing, and complaint resolution. The director partners with Risk Management, Finance, and Quality to support grievance responses and ensure regulatory compliance. **Key Responsibilities:** + Directs multi-channel patient support services, including inbound calls, MyChart inquiries, letters, and emails. + Oversees resolution of patient complaints and grievances related to billing, in collaboration with Risk and Quality. + Implement service excellence programs and voice-of-the-customer feedback into process improvements. + Manages payment collection touchpoints and system-level policies for transparency and fairness. + Develops reporting tools and satisfaction metrics to enhance financial engagement. + Enhances Vice Presidents' visibility into patient experiences and issues impacting collections, satisfaction, and brand. + Provides reporting and feedback loops to senior leadership to align patient service improvements with financial performance. + Build and sustain a culture of service excellence and team collaboration. + Apply analytical reasoning and cross-functional insights to resolve patient satisfaction and billing conflicts. **Qualifications:** + Bachelor’s degree required; + Epic Certification preferred. + 3 years of leadership experience. Methodist Health System is a faith-based organization with a mission to improve and save lives through compassionate, quality healthcare. For nearly a century, Dallas-based Methodist Health System has been a trusted choice for health and wellness. Named one of the fastest-growing health systems in America by _Modern Healthcare_ , Methodist has a network of 12 hospitals (through ownership and affiliation) with nationally recognized medical services, such as a Level I Trauma Center, multi-organ transplantation, Level III Neonatal Intensive Care, neurosurgery, robotic surgical programs, oncology, gastroenterology, and orthopedics, among others. Methodist has more than two dozen clinics located throughout the region, renowned teaching programs, innovative research, and a strong commitment to the community. Our reputation as an award-winning employer shows in the distinctions we’ve earned: + TIME magazine Best Companies for Future Leaders, 2025 + Great Place to Work® Certified™, 2025 + Glassdoor Best Places to Work, 2025 + PressGaney HX Pinnacle of Excellence Award, 2024 + PressGaney HX Guardian of Excellence Award, 2024 + PressGaney HX Health System of the Year, 2024 Methodist Health System is a faith-based organization with a mission to improve and save lives through compassionate, quality healthcare. For nearly a century, Dallas-based Methodist Health System has been a trusted choice for health and wellness. Named one of the fastest-growing health systems in America by _Modern Healthcare_ , Methodist has a network of 12 hospitals (through ownership and affiliation) with nationally recognized medical services, such as a Level I Trauma Center, multi-organ transplantation, Level III Neonatal Intensive Care, neurosurgery, robotic surgical programs, oncology, gastroenterology, and orthopedics, among others. Methodist has more than two dozen clinics located throughout the region, renowned teaching programs, innovative research, and a strong commitment to the community. Our reputation as an award-winning employer shows in the distinctions we’ve earned: + Magnet® designations for Methodist Dallas, Methodist Charlton, Methodist Mansfield, and Methodist Richardson Medical Centers + 150 Top Places to Work in Healthcare by _Becker’s Hospital Review_ , 2023 + Top 10 Military Friendly® Employer, Gold Designation, 2023 + Top 10 Military Spouse Friendly® Employer, 2023 Equal Opportunity Employer It is the policy of Methodist Health System (MHS) to select, develop, and promote employees based on individual ability and job performance. It has been, and will continue to be, the policy of MHS to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, religion, national origin, age, sex, sexual orientation, gender expression, disability, marital status, genetic information or ancestry. This policy affects decisions including, but not limited to, an employee’s compensation, benefits, terms and conditions of employment, opportunities for promotion, training, development, transfer all other privileges of employment. MHS is committed to maintain a working environment free of intimidation, workplace discrimination and harassment. Retaliation or attempted retaliatory behavior that occurs as a result of an employee’s exercise of their rights under this policy or any other statutorily protected right is strictly prohibited and will be grounds for disciplinary action.